Unable to reset password — reset email never arrives — why?

Help and support
,
1

hi! i’m having trouble logging in, and also resetting my password, on the web UI at:
https://www.openstreetmap.org/login

when i attempt to log in with my email address and password, i receive the following message:

Sorry, could not log in with those details.

when i attempt to log in with my username and password, i receive the following message:

Sorry, your password has been expired. Please reset your password to login.

in both cases, i can either choose to reset my password, or am redirected here to do so:
https://www.openstreetmap.org/user/forgot-password

when attempting to reset my password, i receive the following message:

If your email address exists in our database, you will receive a password recovery link at your email address in a few minutes.

… however the email never arrives. my email is hosted through Proton Mail. i am currently able to receive other email, and have successfully received email from OpenStreetMap in the past (including to register this alt account, since i cannot log into my real account to post a help topic).

does anyone know what the problem might be? i’m happy to share more information if helpful.

thank you, and kind regards!

@RubyTuesdayDONO

2

Could you please send an e-mail to data@osmfoundation.org, giving us your OSM user name & also the e-mail you’re trying to get the replies sent to, & we’ll try to check it for you.

3

you are not mentioning checking spam folder

maybe it is there?

4

that’s good advice! sorry i didn’t explicitly check the spam folder before asking here. i improperly assumed it was not filtered because i was receiving other OSM mail (and because there weren’t any relevant matches when searching my mailbox).

however i did check the spam folder just now, and still am not seeing any OSM messages there. i see other spam messages from before and after this timeframe.

5

thank you so much for your guidance! i’ve passed this along to that mailbox.

i believe this addresses the issue of obtaining a support referral for my login issue, so i’ll resolve this forum topic.

wishing you easeful days ahead! :lotus:

6

the indicated support team promptly responded, and unlocked or re-enabled my account. i was then able to log in again. yay! :smiley: